Fundamentals of Retail Management
2 days|Delivered on request
Fundamentals of Retail Management is built for delegates who need to be useful in this area quickly. It starts at first principles and works through difficult conversations and complaint handling without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with service recovery, customer journey mapping and negotiation in sales in their own organisation.
What delegates leave able to do
- Make a decision about service recovery without waiting for a specialist, measured against the Consumer Protection Act
- Bring customer journey mapping into line with current good practice
- Put negotiation in sales on a footing they can defend to a reviewer
- Spot where needs analysis is failing before it becomes a finding
What the course covers
- Difficult conversations
- Complaint handling
- Service recovery
- Customer journey mapping
- Negotiation in sales
- Needs analysis
- Pipeline management
Who should attend
- contact centre team leaders
- client relationship managers
- customer service managers
- key account managers
